The customer is never right at O'Reilly Auto Parts
MAGNOLIA, TEXAS -- At 7:35am on Sat. 7/9/2011, I was at the store on 40930 FM 1774 in Magnolia, TX to pick up parts that I ordered and paid for on 7/2/2011. The manager Cari brought my parts to me and I took part # 6145 (Master Pro) out of the box to check it because I have seen 3 different types of boots on the same part # 6145. What I was looking for, was the way the grease boot sits on the ball joint, as I said, they are not all the same.
When I saw that it did not match the previous part # 6145 that I had purchased on 7/1/2011, I asked her to bring me another one. She then brought me part # 6141. I did not look at the part # on the box because I did not ask for a different part #, I asked for another box of the same part #.
Both parts 6145 and 6141 look the same, but one is for a police package which I know that I do not have. 6141 is larger in circumference, and it is not easy to tell just by looking at it.
If the manager or for that matter any of the employees would not take it upon themselves to decide what part a person needs, and instead ask questions. Example: Is there a particular reason why this part is not right?. What exactly are you looking for with this part? Regardless, when I asked for another box of that part #, that is what she should have brought to me and NOT a different part #.
She should have made it known to me that it was a different part #, and asked me if that would be OK, and not just assume as she did. Had she done this, she could have avoided the problem that she created.
When I returned to the store I was mad and pissed off, understandably. I ask you, if you were a customer and this happened to you, would come into the store happy or mad? I looked at her and said that I was pissed off at her because she gave me the wrong part. She tried to put the blame on me by saying that I said it looked right. (If it was the same part #, then yes it was right but it was not, she switched the part # without telling me, her mistake!) But she was not about to accept any responsibility for her actions right or not.
The #1 cardinal rule of retail is that the customer is always right, even when they are wrong. You never blame the customer as she did with me, which then really pissed me off. When youâre wrong, fess up to it and donât blame someone else, especially the customer.
The customer is like a match stick that has not been struck. They come in the store and make a purchase. They come back because they were given the wrong part, so now the match has been struck and there is a small flame because the customer is mad or pissed off. So what is the manager (Captain of the ship, leader and example to the other employees) supposed to do in this type of situation? Do you throw gasoline on the match and make it worse, NO, or do you try to defuse the situation by appeasing the customer. Example: Sir, I am so sorry for our mistake, please let me get you the right part. Duh!
I would think that a large company like OâReillyâs has training on how you deal with and treat customers. This manager Cari, has polluted her employees by her bad leadership in front of them.
When Cari threw gasoline on the match, as I said, I was really pissed then. Yes I raised my voice, but I NEVER made or said a threat of any kind. I was just loud with my voice. And the ONLY word that could be considered a curse word that I used was "pissed off". Then this young man name Jason, an employee not in uniform comes up to me and gets in my comfort zone. He was NOT in my face, but was way too close for comfort, (which is arms length). He stood there with his arms crossed in a very menacing pose and look on his face asking me what I was going to do about it, like he was trying to start a fight. My statement to him more than once was: âI am not threatening anyone, nor trying to start a fight, I was just trying to explain the mistake that Cari made and get my money refunded.â I did not know that OâReillyâs hires night club bouncers to rough up their customers!
I was NOT there to fight or start a fight. I was there to explain a mistake that Cari the manager made. But she showed an attitude that she never makes mistakes and would not listen to or accept the fact that she made a mistake. Very poor management skills. I am shocked that OâReillyâs would put someone with that type of personality, attitude, and poor customer service skills in a position of management.
And that does not cover the pathetic in-house parts brand that they sell called Master Pro parts. OâReillyâs is walking a fine line with regards to a lawsuit for parts that are assembled improperly by the Master Pro vendors that will one day cause an accident that will result in a lawsuit. It seems that quality control on the Master Pro brand is non-existent.
I buy two a frames with ball joints mounted, when checking the bolts that hold the ball joint in place, they were all loose. One could not be filled with grease and had to be replaced, a brand new one bad from the start. And how pathetic to take 4 boxes of the same part # ball joint off the shelf and open them up to find 4 different designed boots. This parts brand is a joke.
Save yourself from the crap of O'Reilly Auto Parts and take your business anywhere else but there!